Contact Center Agent I

Title: Contact Center Agent I

Location: United States, Remote

Department: Customer Service

Job Description:

Category

Customer Service

Reports To

Director, Contact Center

Why join this team

Under general supervision, provide exceptional service to UNFCU membership and colleagues promptly and courteously within established guidelines. Build and maintain effective relationships and engage in diligent problem solving. Responsible for determining members' financial needs and resolving their financial inquiries. Ensure compliance with country, federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

This position is hybrid/remote.

NYC Salary Range - $51,000 - $55,000 annually; compensation is commensurate to geographic location.

What you'll do

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Utilize the service excellence model to become a trusted advisor and deepen member connections by identifying members’ needs and presenting the features and benefits of UNFCU’s products and services.
• Provide internal and external member service by responding to calls, emails or chats in all inbound queues related to product information, account details, debit/credit card inquiries, establishing new accounts for existing members, etc.
• Identify, research, and resolve member issues by providing knowledgeable and professional service.  When needed, escalate concerns using appropriate channels.
• Comply with Contact Center Key Performance Indicator (KPI) goals such as adherence to schedule, average handle time, quality scores, etc.  Actively seek and implement feedback from assigned supervisor to ensure performance expectations are met.
• Attend meetings, trainings and organizational events, as directed by management.
• Perform additional responsibilities as assigned.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  • Maintain awareness of and report suspicious activity
  • Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
  • Complete annual BSA/AML/OFAC training

What we're seeking

• High School diploma, General Education Development (GED), or high school equivalent certificate
• Some college coursework is preferred but not required
• Minimum 2 years of experience in customer service roles such as retail, concierge, call center and/or banking and financial services
• Strong organizational, multitasking, and prioritization skills with the ability to work independently and manage multiple systems simultaneously.
• Goal-oriented, dependable, and motivated to achieve key performance indicators while contributing effectively in a team environment

What makes you stand out

• Fluency in French required
• Computer proficiency with intermediate Microsoft Word and Excel skills
• Excellent communication and interpersonal skills, with a professional, service-driven approach and the ability to build positive relationships across all levels of the organization

Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.